Verint Engagement Management Solution Brief Overview of the Applications and Benefits of

Verint Engagement Management

November 2015

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Table of Contents

Introduction .............................................................................................................................. 2

Verint Engagement Management Advantages ....................................................................... 3

Process-Oriented Customer Service ......................................................................................................... 3

Omnichannel Customer Engagement ....................................................................................................... 3

Deep Contextual Awareness ..................................................................................................................... 3

Knowledge-Infused Processes .................................................................................................................. 3

Insight-Driven Engagement ....................................................................................................................... 3

It’s All There ............................................................................................................................................... 3

Flexible Licensing and Deployment Choice ............................................................................................... 4

Verint Engagement Management Architecture and Applications ......................................... 5

High-Level Architecture ............................................................................................................................. 5

Case Management .................................................................................................................................... 6

Knowledge Management ........................................................................................................................... 6

Email Management .................................................................................................................................... 7

Secure Messaging ..................................................................................................................................... 7

Letter Management .................................................................................................................................... 8

Live Chat .................................................................................................................................................... 8

Co-Browse ................................................................................................................................................. 8

Social Engagement .................................................................................................................................... 8

Community ................................................................................................................................................. 9

Employee Desktop ..................................................................................................................................... 9

Smart Engagement .................................................................................................................................. 10

Activity Streams ....................................................................................................................................... 10

Web Self-Service ..................................................................................................................................... 10

Mobile Self-Service .................................................................................................................................. 11

Reporting and Analytics ........................................................................................................................... 11

Visual Design Tools ................................................................................................................................. 12

Transform Your Customer Service ........................................................................................13

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Introduction

Verint Engagement Management helps you respond to the customer service needs of 21st

century customers, businesses and employees. We help our clients transform their customer

service processes and provide efficient and personalized customer experience across multiple

channels, such as contact center, Web, social, chat, email, self-service, mobile, branch and

store. –

Verint Engagement Management helps organizations address many of today’s top business challenges, including:

Digital transformation

Service-level agreement (SLA) performance

Omnichannel customer engagement

Customer service process optimization

Employee productivity enhancements and cost reduction

Verint Engagement Management is a unique, next-generation customer service solution providing a complete approach to customer service that considers the needs of all three customer service stakeholders—the customer, the business, and the employee.

From a customer perspective, Verint Engagement Management’s omnichannel capability provides your customers with consistent experiences across various channels (e.g.: Web, mobile, social, and contact center) as well as the ability to move between channels in a seamless way during the same visit or on subsequent visits.

From a business perspective, Verint Engagement Management includes industry-recognized case management functionality that helps you reduce service delivery cost while simultaneously helping manage SLA performance and maintain regulatory compliance.

From an employee perspective, Verint Engagement Management includes knowledge management and unified employee desktop features that support employee decision-making and help employees provide differentiated and personalized service to customers.

This document introduces the key features of Verint Engagement Management and shows how they can be used to transform your approach to customer engagement.

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Verint Engagement Management Advantages

Process-Oriented Customer Service

Verint Engagement Management is designed for customer service processes that are focused on

customers’ goals and intent—enabling you to deliver intuitive experiences for your customers that are

efficient, effective, and enjoyable. Our process-driven approach helps decrease handling time, reduce

errors, and ensure better control and compliance. Verint Engagement Management can help your

customer service organization design, build, monitor, optimize, and enforce agile processes at the

business level—processes that adapt to context and guide users through the successful completion of

tasks.

Omnichannel Customer Engagement

Verint Engagement Management is an omnichannel solution. It helps your customers have a consistent

experience across channels and seamlessly transition between channels as needed. Your customers can

get help in their preferred channels of communication, and your organization can gain a seamless view of

all customer touch points and interactions.

Deep Contextual Awareness

User context, such as location or products owned, can provide valuable information to assist in a

customer inquiry. Providing efficient, personalized customer service requires instantaneous collection and

use of context for every interaction at any time. Verint Engagement Management presents the information

you need from multiple sources in a single place when you need it. When a customer calls the contact

center or uses Web self-service, contextual information dynamically filters results to help provide a

personalized experience. Automatically filtering irrelevant information dramatically reduces resolution time

and decreases mistakes.

Knowledge-Infused Processes

If “knowledge is power,” then infusing it into processes adds speed and control. Verint Engagement

Management seamlessly blends knowledge into your business processes and interactions, proactively

delivering the right knowledge, at the right time, providing better resolutions more quickly and

consistently. As an employee completes a customer service process, related knowledge is presented at

each step of the process in case additional information is required.

Insight-Driven Engagement

Verint Engagement Management gives you insight into your customers’ experiences by deriving

sentiment and trends from activity in all channels, enabling you to continuously improve and deliver

excellence for your customer. But it doesn’t stop at just listening. Verint’s Social Engagement feature

includes an innovative, integrated approach to social response that helps you to actively engage with your

customer communities.

It’s All There

Verint Engagement Management provides an end-to-end approach to customer service. It delivers a

unique blend of knowledge, channel, data, and process—each with deep capability and all seamlessly

joined around relevant context. This gives you strength and depth in your customer service capabilities

and helps you deliver the best experience to all customers, on all channels, at all times.

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Flexible Licensing and Deployment Choice

Verint Engagement Management can be delivered in the cloud, on-premises, as managed services, or as

a hybrid. This gives you total flexibility in deployment models, helps you to achieve lowest cost of

ownership, and provides a quick return on your investment aligned with your preferred deployment option.

Thinking long term, you may want to leave your options open, and start with one kind of deployment, then

move to another over time. With Verint, you can—without having to change your solution or retrain your

staff.

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Verint Engagement Management Architecture and Applications

Verint Engagement Management provides a unified solution with integrated services, applications, and

coverage for all customer service channels. By design, this powerful arrangement of integrated

components gives you everything you need to design and deliver customer service as you want it, in line

with your brand and customer experience strategy.

High-Level Architecture

Proven at some of the largest contact centers in the world, the Verint Engagement Management solution

supports more than 10,000 concurrent users. A range of services are used by the different products and

components of the solution. The services include data management, a process execution engine, case

services, and the Customer Experience Designer. Integration services handle the exchange of

information with external enterprise applications, databases, and a variety of communications channels.

This architecture helps ensure the security, resilience, availability, and scalability of the unified solution.

For additional information, please refer to the Verint Engagement Management Architecture Brief.

Verint Engagement Management Solution Overview

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The BPM engine helps you design your processes visually and then execute all processes to support

dynamic case management. It enables the rapid modeling, building, and automation of customer services

processes. It also helps the enterprise manage and monitor the progress of customer service processes

in real time.

Case Management

Verint Engagement Management has advanced, dynamic Case Management capabilities that handle the

full life cycle of customers’ cases. The application supports unstructured, dynamic, and ad-hoc requests.

Cases are processed by the process engine and managed via service-level agreements (SLAs). Case

Management leverages Verint Knowledge Management to enable users to access information relevant to

the context of the case and profile of the customer. The relevant information comes to the employee

automatically, rather than requiring the employee to break stride and search for it.

Verint Engagement Management provides out-of-the-box business objects and cases that can be used by

organizations for quick-start configuration. Business objects include extendable entities that allow you to

model business objects to match your real-world scenarios. Likewise, case steps and rules can be

modeled, helping ensure your business processes can be followed precisely. Cases can be linked with

other cases and business objects (people, addresses, bank accounts, etc.). In the Employee Desktop,

employees can easily create, update, view history, monitor progress, add a sub-case, add/change

associations, and close a case.

Verint Case Management

Knowledge Management

Verint Knowledge Management is a contextual knowledge base that helps organizations provide

consistent answers to customers’ queries, regardless of the channel (phone, Web, email, mobile, social,

and more). Organizations can create and manage rich content with predefined templates, a graphical

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editor, sophisticated entitlements and a configurable approval workflow. Employees and customers can

search content from the knowledge base, as well as external sources like websites and communities,

using keywords or natural language. In addition to searching, users may also use browse trees,

bookmarks, guided process flows, and contextual knowledge. In this way, users can find knowledge in a

way that suits their needs. Because most users only type one or two words in their search query, the

product leverages contextual information such as location or products owned to dynamically filter results

and proactively present the most relevant results. For more complex queries, users are guided through

interactive decision trees to resolve their issue.

Email Management

The Verint Email Management application allows the organization to efficiently manage email

communications and meet customer expectations. The capabilities include enhanced pre-processing,

routing, and delivering the inbound email to the correct user group. It also supplies customer service

agents with all available information and tools, including templates and knowledge base articles to

provide an efficient, high-quality response. Authorized employees can prioritize and manage the workload

and control email by using SLAs.

Verint Email Management

Secure Messaging

Verint Secure Messaging addresses the security limitations of email. Secure messaging is a server-based

approach to protect sensitive data when it’s sent beyond the corporate borders. This provides compliance

with industry regulations, such as HIPAA, GLBA, and SOX. Secure Messaging focuses on security and

ease-of-use by combining the simplicity of email management with secure Web portals. The solution

allows your customer service agents to interact securely with customers and partners—without having to

install any software nor obtain or distribute costly encryption/decryption applications. Secure messages

provide non-repudiation as the recipients are personally identified and transactions are logged by the

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secure email solution. Verint Secure Messaging does not include any sensitive data in email messages.

Instead, the solution uses standard emails that include hyperlinks to a secure, personal portal. The email

messages can include links to secured information placed anywhere on your website, such as knowledge

base articles.

Letter Management

The Verint Letter Management application helps organizations process inbound paper documents and

protects them from backlogs of unanswered requests, missed service levels, and unhappy customers.

PDF images of the inbound paper documents can be captured and placed in a configurable location

where they are treated as work items, forwarded to the employees’ work queues for processing. It

provides the tools that reduce employee effort and enable employees to compose high-quality

personalized responses using enhanced templates. The rich editor helps ensure that responses are

properly formatted and spell-checked. Letter Management also includes a keyword search across the

subject and body of the response. The user interface provides a threaded view of mail chains, and all

communications are automatically associated with the customer record.

Live Chat

The Verint Live Chat application provides online customers the ability to chat with agents over the Web to

get assistance with online activities. Customer service agents can have multiple concurrent chats and

supervisors have the ability to monitor and move available representatives from one channel to another

dynamically. Proactive chat is available to invite customers to chat sessions based on predetermined

criteria. Your organization can set up calendars for the availability of chat services. The application also

supports chat from a variety of mobile devices.

Co-Browse

Verint Co-Browse allows customers and customer service representatives to share a computer screen.

The representative can easily guide the customer through activities, such as how to complete a form or

navigate to a page. This increases the usage of Web self-service and helps decrease abandonment.

Employees also can initiate a co-browse session while chatting with a customer or while on the phone.

During chat and co-browse, employees also have access to the customer profile, which allows them to

see previous interactions that may affect an inquiry, as well as personalized responses.

Social Engagement

Verint Social Engagement enables organizations to monitor, analyze, listen to, and respond to social

media posts, such as Twitter, Facebook, or other social networking sites. It uses Natural Language

Processing to make sense of what customers are saying in their own words and categorizes customer

communications for topics and sentiment. Employees can view and respond to messages directly from

the Social Engagement application. Additionally, business rules flag specific messages that warrant

customer service intervention and these messages can be escalated directly to the Employee Desktop. In

the same way a customer service representative would handle an inbound email or chat, the social post

enters as a case with relevant information, including the sentiment and topics in the message. Armed with

this data, the employee is able to access any case history as well as context-based knowledge pertaining

to the topic of the post. The customer service representative can then respond to the individual in the

social channel with the information needed to adequately handle the situation.

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Community

Verint Community provides a forum for your organization and your customers to join forces and exchange

information. Customers can interact with each other to share experiences and employees can contribute

or add insight to the process. Customers can leverage the community knowledge to resolve issues, which

increases zero-contact resolution by taking advantage of crowd sourcing. Community forums also help

improve overall customer experience.

Employee Desktop

The Verint Engagement Management Employee Desktop is designed to empower contact center

representatives and other employees with knowledge management, case management, and productivity

enhancements tools. The adaptive desktop dynamically responds to the needs of your employees during

each service interaction. Omnichannel and context-driven, the Employee Desktop provides access to all

of the disparate applications, tools, and knowledge needed to help resolve an inquiry on the same screen.

Employees don’t need to move between different screens or applications to access relevant information,

or copy and paste from one application to another. Knowledge-infused processes guide the employee

from one step to another, to ensure process efficiency and completeness. This enables employees to

provide the right answers quickly, helping ensure better service and improved customer satisfaction while

reducing average call time and improving productivity. This also helps reduce the time required for

training, particularly when the organization has a complex and evolving portfolio of services and products.

Dynamic scripts also guide the employee and suggest the best next action in the context of the

customer’s queries for service and sales.

Verint Engagement Management Employee Desktop

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Smart Engagement

Smart Engagement™ is a component of the Verint Engagement Management Employee Desktop that

focuses on the delivery of work to customer service agents and employees. It provides a unified approach

to managing and delivering work across email, letters, secure messages, live chat, case work, and social

media. Through Smart Engagement organizations can maintain a consistent level of service across all

channels of communication, pairing each customer with the employee best suited to handle each issue.

A robust rules engine analyzes incoming work based on any combination of conditions, such as channel,

customer profile information, message details, and current work volume. When conditions are met, work

can be routed, acknowledged, categorized, and prioritized. By matching work item characteristics with

employee skills, capabilities, and availability, organizations are better able to match the right work, with

the right employee, at the right time. The rules editor provides a business-friendly way for administrators

to add and change these rules at any time.

Activity Streams

Activity Streams are a component of the Verint Engagement

Management Employee Desktop that help organizations

address the collaboration needs of today’s contact center

workforce. The activity stream viewer is located within the

Employee Desktop and users can subscribe to objects, such as

cases, notifications, user posts, and more. Once subscribed,

events on that object are published to the individual user’s

activity stream where they can watch and monitor items of

interest, as you would do with any popular social site.

Users have the option to comment on the objects shown to

them and see comments from other users viewing the same

objects. Through these capabilities, knowledge is quickly

shared among employees across all of your contact centers.

Employees across regions and shifts are able to help one

another and leverage tribal knowledge. With access to this

shared knowledge, every employee can be your best

employee. In addition, team leaders or supervisors can post

important notifications to employees on the activity stream,

such as information on a key product issue. To ensure

employee awareness, these notifications can be pinned to the top of the stream for a set period of time.

Web Self-Service

Verint Web Self-Service makes it very easy for online customers to do business with your organization.

Whether customers are shopping, looking for information or assistance, knowledge-based processes help

customers navigate much more effectively and swiftly to the information that best meets their needs. As

customers search, the solution will not only understand the user’s language (using intelligent natural

language search), but will also understand the context of the search, such as the customer’s profile, their

location, and the products they have. Any available profile information will be leveraged to automatically

personalize the results, thus providing customers with personalized messages appropriate to the context

of their search. In addition, if the customer is unable to resolve their issue with self-service, he or she can

easily escalate to an assisted channel, such as email or live chat. The customer service representative

will have access to the customer’s self-service session and can pick up the issue where the customer left

off.

Verint Activity Streams

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Mobile Self-Service

Your customers are on the go and outfitted with smart phones and tablets that give them access anytime,

anywhere to your customer service offerings. With Verint Engagement Management, the self-service

capabilities are extended to mobile devices with form-fitting user interfaces that take advantage of each

device’s size and features, while leveraging the back-end power of the Verint solution.

From fast answers in the knowledge base, to chatting with a representative, to reporting issues,

customers can always be in touch, making efficient use of snippets of time to get help or resolve an issue.

For today’s customers, this is the new standard for business relationships and Verint Engagement

Management gives you the power you need to do it well.

Reporting and Analytics

The Verint Engagement Management solution includes a set of reports and analytics for supervisors and

administrators to gain insight across the breadth of their customer service environment. Out-of-the-box

reports track data across case management, knowledge management, operational performance, and

channel usage. Case Management reports provide details on case creation, closure, time in each state,

and knowledge articles used. Knowledge Management reports show top searches, knowledge usage,

ratings, gaps, and workflow status. With operational performance reports, supervisors can track handle

time, wrap-up time, hold time, first-call resolution, and more. Finally, channel usage reports and

dashboards provide details of customer service inquiries through various channels, such as email, social,

and live chat.

In addition to the out-of-the-box reports, the Visual Report Designer gives administrators the capability to

create new reports covering any data stored in the system. Verint Reporting and Analytics was built on a

star schema database model. This industry-standard design is optimized for storage and retrieval,

ensuring reports can be generated quickly, even on large data sets. Data stored within the database can

also be accessed directly or extracted into an external business intelligence tool.

Verint Engagement Management Reporting and Analytics

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Visual Design Tools

Your brand—and how you present it to your customers—is central to your image and success. Verint

Engagement Management has a rich set of tools to let you create processes and screens with drag-and-

drop ease to discreetly display branding elements that align with your customer service practices,

including:

Modeling tools for displaying processes, cases, cases, forms, and data flows

Scripting tools for defining dynamic scripts for agents

User interface design tools, allowing you to modify the look and feel without coding

Visual report design tools to create ad hoc reports without writing SQL queries

You are in control with Verint Engagement Management. We’ll help you create experiences that are

uniquely yours and achieve your objectives.

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Transform Your Customer Service

Organizations are under enormous pressure to retain current customers and attract new ones. Good

customer service differentiates your brand in the market. Innovative customer service organizations that

take a holistic approach across all channels and leverage technologies to provide differentiated customer

service ensure their customers’ loyalty and build a leading brand.

As a recognized leader in customer service and customer experience management solutions, Verint has

leveraged years of experience with more than 900 clients globally to build Verint Engagement

Management for organizations desiring innovative solutions for customer service. Verint Engagement

Management helps you transform your customer service, deliver personalized customer experiences that

differentiate your brand, and help you stand out from the crowd.

Verint Engagement Management provides an end-to-end solution for customer service. It delivers a

unique blend of knowledge, process, data, and channels—each with deep capabilities all working

seamlessly for you and your customers. It gives strength and depth to your customer service capabilities

and helps you to deliver the best experience to all customers, on all channels, at all times.

Verint. Powering Actionable Intelligence.®

Verint® is a global leader in Actionable Intelligence

® solutions for customer engagement, security

intelligence, and fraud, risk, and compliance. Today, more than 10,000 organizations in over 180

countries use Verint solutions to improve enterprise performance and make the world a safer place.